Francis Buttle

Where is the best practice customer-generated wiki?

Visitors to these pages hear a lot about social CRM, and the ability of networks of customers to self-serve. One of the assertions that is...

Book review: “Complaint” by Julian Baggini

Julian Baggini's book 'Complaint' is part of the Big Ideas series published by Profile Books. Baggini's titular stable-mates include 'Violence', 'Moral relativism', Democracy' and...

Want deeper insight into customer loyalty? Go see “Up in the Air”.

Sometimes you can find truth in the most unexpected places. I rented the 2009 movie "Up in The Air" this weekend, not really knowing what...

Failed CRM implementation finally costs HP $465 million in damages.

EDS's failure to deliver a CRM system originally costed at £47.6 million (US$70 million) has ultimately cost EDS owner, Hewlett Packard, £318 million (US$465...

BP = Bad Publicity

BP used to be British Petroleum. Then it reinvented itself as Beyond Petroleum, extending the enterprise beyond black gold and becoming a major investor...

Does anyone still trust Google?

What is Google? On one level it's the world's most popular search engine, which users bless every time they need information in a hurry....

Must-change lessons for CRM outsourcers from Sky vs EDS legal stoush

BSkyB's legal case against EDS is over, and the loser in terms of both money and reputation is EDS. EDS's new owner, Hewlett Packard,...

BSkyB vs. EDS: the claim, the judgement and the consequences

BSkyB's legal tussle with EDS has concluded and it's now timely to reflect on the allegations made by claimant, the judgement reached by Justice...

Enraged customer faces multiple attempted murder charges

I recently sat on a Society of Consumer Affairs Professionals panel for a discussion on consumer rage. It was a fascinating event, and, sadly...

EDS to pay interim damages of

Sir Vivian Ramsey, judge in the long-running BSkyB vs EDS case has instructed Hewlett Packard, owner of the EDS business, to pay interim damages...

BSkyB vs. EDS – identifying and valuing $1bn lost business benefits

Sky has won its English and Welsh High Court case against EDS, claiming damages of £709 million (US$1.13 billion). In 2000, Sky called...

Perjury harms EDS defence in $1.13 billion damages lawsuit

EDS's defence that it did not make fraudulent claims about how long it would take to develop and install a £48 million CRM system...

BSkyB wins! EDS act fraudulently in $1.6 billion case. Appeal expected.

In a landmark decision of the English and Welsh High Court, Justice Vivian Ramsay has ruled that the EDS bid team did act dishonestly...

BSkyB v. EDS: The $1.6 Billion Legal Case That Will Change CRM Forever

Worried outsourcers and systems integrators will have to wait a little longer for judgement to be passed in a landmark legal case which has...

Westpac patronises customers; will customers patronise Westpac?

Westpac is one of the big 4 banks in Australia. For the time being. Displaying an amazing insensitivity to its customers, Westpac recently raised the...

Astroturfing – a new ethical dilemma

Astroturf, we all know, is the grass that you have when you don't have grass. It is faux lawn; plastic turf masquerading as the...

Pizza Hut all a-twitter

Pizza Hut has announced its first full-time Twitterer. Following a successful internship, the lucky Tweetologist, Alexa Robinson, has the task of interacting with the...

Social media really do influence consumers… and how!

There is growing and compelling evidence that social media influence what consumers think, feel and do. Back in September 2009, Frank Sherlock of Convergys was...

Managing Relationships with Patient Advocacy Groups

Building and maintaining close relationships with important constituencies of their business networks is a critical aspect of the Strategic CRM practices of pharmaceutical companies...

It’s your funeral!

It's my age, and there's not much I can do about it. The years are accelerating faster than I can productively live them. I'm...

New Posts